Dean Road Extra Care Scheme

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This is the first inspection of this newly registered service and therefore we assessed all 7 quality statements from this key question. Based on the findings of this assessment, our rating for this key question is good. This meant people’s needs were met through good organisation and delivery. Staff knew about people’s preferences and wishes and treated everyone as an individual. Staff ensured they communicated and shared information with people in a way they could easily understand. Care plans gave a good overview of people's support needs. People were treated fairly and free from the fear of being discriminated against. People were supported to understand their equality and human rights and how staff and managers would respect these. Staff supported people to plan for their end of their life care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us staff treated them as individuals and care staff who regularly supported them were familiar with their needs, preferences and daily routines. A person said, “The staff know I don’t drink tea and coffee, which they always respect.”

Staff demonstrated good awareness of people’s individual support needs and preferences. For example, they were aware of the term ‘person-centred’ and what this meant practically in terms of supporting people using the service.

People told us they received person-centred care from staff who were familiar with their individual care needs, preferences and daily routines.

Staff were familiar with the personalised care, preferences and daily routines of the people they regularly supported.

External health and social care professionals told us staff working for the provider were familiar with the personalised care, preferences and daily routines of their clients.

Care plans wer ein place which were reviewed and updated to ensure people's needs were clearly documented.

People told us they were provided with accurate and up-to-date information in formats that were tailored to their individual communication needs.

Managers and staff confirmed they could supply people with information about the service in accessible formats as and when this was requested.

Care plans included details of people’s communication support needs and the steps they needed to take to support people.

People told us the provider routinely sought their views about the service they received. People, and those important to them, took part in making decisions and planning of the personal care package they received. A person said, “The staff have got to know me really well because they take the time to talk to me and find out what I like and what I don’t.” An external social care professional added, “Resident’s meeting are held every two months when people are consulted about the standard of their care and are given the opportunity to discuss any concerns they might have.” People were aware that if they wished to complain they could speak to the office based managers. People felt their complaint or concern would be taken seriously and investigated. A person said, “I do know how to make a complaint, but so far I’ve never had anything to complain about living here.” An external social care professional added, “When concerns are raised, they are resolved quickly by the care team working with the customers.”

The provider valued and listened to the views of staff. Staff were encouraged to contribute their ideas about what the service did well and what they could do better.

There were a number of ways in which the provider listened to people and other stakeholders. These included spot checks, monitoring complaints and incidents and accident monitoring. The views of people in relation to activities, meals and other aspects of daily living was also sought and acted upon through regular team meetings. The provider had a complaints policy which included ways in which concerns could be raised, the process for dealing with any concerns and further steps that could be taken if complainants were unhappy with the resolution.

People could access the care, support and treatment they needed when they needed it.

Staff understood people had a right to receive the care and support that met their specific individual needs.

External health and social care professionals told us the provider made sure their clients could access the care and support they needed when they needed it.

People received care and support from staff according to their individual assessed needs and wishes. People had access to external health care and social care professionals as and when they needed them.

People were provided with the care and support they wanted based on their specific needs. People were engaged and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice.

Staff understood people had a right to be treated equally and fairly, to receive care and support that met their specific needs. Staff understood about people’s cultural heritage and spiritual needs and how to protect people from discriminatory behaviours and practices. The registered manager confirmed they ensured people who requested to have gender specific care staff to provide their personal care was met.

People’s care plans contained information about their individual wishes and preferences in relation to how their social, cultural and spiritual needs should be met. This meant staff had access to information about how people should be supported with their specific cultural and spiritual needs and wishes. Training records showed staff received equality, diversity and inclusion training to help them make sure people were not subjected to discriminatory behaviours and practices.

When people were nearing the end of their life, they received compassionate and supportive care. People told us they had been asked about their end-of-life care wishes, which had included where they wanted to die and what their spiritual and cultural wishes were.

Staff told us people’s wishes for their end-of-life care, including their spiritual and cultural wishes, were discussed, and recorded in their care plan. Staff had received end of life care training. Managers told us they worked in close partnership with the GP and palliative care professionals from the local hospice, which ensured they always had access to specialist advice and guidance regarding best end of life care practice.

Care records contained details of any advance wishes, including end of life wishes. An advance statement is a written statement that sets down your preferences, wishes, beliefs and values regarding your future care. The aim is to provide a guide to anyone who might have to make decisions in people’s best interest should they lose the ability to make or communicate decisions.